We have an opportunity for an experienced Customer Service Director to join our team based in Preston.
More2Life, part of the Key Group of companies, has been a pioneering force in the Equity Release market since its launch in 2008. Today, operating from our offices in Preston, we help over 1000 people every month to confidently release cash from their homes, significantly growing year on year to become one of the largest lifetime mortgage lenders in the UK.
We require a Customer Service Director to join the business to transform services provided to our later life lending customers. The role will be responsible for developing and operating a specialist function (processing and telephony), whilst being responsible for all issues surrounding the function, including customer queries, annual property management processes, death and long term care situations, customer vulnerability, payments, and redemptions.
As well as providing first class services to our customers, we also act on behalf of our funders in protecting their security and assets. At times these can be conflicting requirements, so mediation and communication with all parties becomes critical to ensure the best possible outcomes for all
Customer Service Director Role and Responsibilities
Identify, develop, implement, and evaluate the servicing processes of the specialist lender.Operate many existing processes in a well-controlled manner, always challenging and improving their effectiveness.Liaise with key personnel within the business, developing key relationships with stakeholders.Comply with all FCA policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to.Lead, coach, motivate, and develop your team to ensure service channel objectives are achieved.Demonstrate the ability to handle complex case processing within a busy telephony team.Create and uphold an open, transparent, and customer centric culture across the operation.Demonstrate and continuously embed the company values in every aspect of the role.This Customer Service Director role would suit candidates with experience in leadership, customer service, payments, mortgages, as a Customer Service Manager, Director of Servicing, or Client Success Manager.
Benefits25 days holiday, plus bank holidays, rising with serviceAdditional holiday purchase scheme1 charity dayTier 2 pension (5 Employee, 8% Employer)AXA VIP FamilyLife Assurance x4 salaryEssential SkillsSkills and experience we look for:
Success within a data driven operations environmentWorking in partnership with MI/BI teams, embedding ways of workingApplication and experience of robotic process automation (RPA) is highly advantageousWorking with vulnerable customersAbout CompanyOur purpose is to help people finance a better retirement. Our mission is to be the UK's leading later life lending company. Our connected portfolio of brands comprises of Key, Key Partnerships, more2life, The Equity Release Experts and Air Group. wearekeygroup.co.uk/legal/privacy-policy